Job Description Amazing Career Moments Happen Here Transforming the insurance industry is ambitious, we know. That's why at Applied, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we're not just redefining what's achievable; we're creating a place where amazing career moments are made possible. Position Overview Applied Systems is on a mission to build an industry-leading technology platform in the agency space. As the Senior Vice President of Customer Support, you will shape the future of how tens of thousands of insurance professionals experience Applied Systems. This role goes far beyond running a support organization, you will architect a global, technology powered customer engine that elevates service quality, accelerates product adoption, and strengthens our position as the industry's leading insurance software platform. You'll lead at scale, influence cross-functional strategy, and empower a worldwide team to deliver frictionless, proactive, and deeply knowledgeable support in one of the most complex, high stakes industries. In this role, you'll lead a global team through our next phase of scale, bridging the gap between deep insurance domain expertise and high-velocity software support. What You'll Do - Define and execute the global support strategy, transitioning from reactive troubleshooting to proactive customer solutioning. - Own the tech stack (Salesforce, AI-automated workflows, X stack) to ensure 24/7 coverage and meet aggressive SLAs/KPIs. - Ensure the support team navigates the nuances of the insurance industry (claims, underwriting, compliance) with authority and empathy. - Serve as the primary liaison between Technical Support and the Cloud Infrastructure, Product Development, and Engineering teams to resolve complex systemic issues. - Lead the response for high-priority incidents and critical customer escalations, maintaining composure and clear communication during high-pressure performance challenges. - Synthesize support ticket data, escalation trends, and customer feedback into actionable insights for Product and Dev teams to influence the roadmap and prioritize infrastructure improvements. - Scale, mentor, and lead a diverse team of support managers and technical specialists across multiple time zones. - Implement AI-driven support solutions to handle Tier 1 inquiries while maintaining a "white-glove" feel for high-value enterprise accounts. - Establish executive-level dashboards and reporting rhythms to communicate support performance, customer health, and emerging risks. - Partner closely with Customer Success, Sales, and Professional Services to ensure a unified, end-to-end customer lifecycle experience. - Drive a culture of operational excellence through standardized processes, certification programs, and continuous training across all support tiers. - Champion customer advocacy by bringing the voice of the customer into strategic planning, roadmap discussions, and cross-functional initiatives. - Lead crisis management and major incident response efforts, ensuring rapid mobilization and structured postmortem processes that drive organizational learning. - Influence pricing and packaging strategies by providing insights into support costs, customer usage patterns, and industry benchmarks. - Introduce and refine self-service options (knowledge bases, community forums, in-app guidance) to increase customer autonomy and reduce inbound volume. We're Excited to Learn More about You Your experience may include: - Bachelor's degree required or equivalent combination of education and experience. - You have 10/12+ years of experience in Customer Support/Success, with at least 5 years in an executive leadership role at a high-growth SaaS company. - You understand the stakes. You know that a 10-minute downtime for an insurance broker isn't just a glitch, it's a compliance risk. - You live in the metrics. CSAT, NPS, NRR, and First Response Time are your North Stars, but you know how to tell the story behind the numbers. You may have other skills or credentials, including: - Possess a deep understanding of SaaS architecture and can speak the same language as Cloud Engineers and Developers. - Proven ability to navigate ambiguity and lead teams through incidents where variables are outside of your immediate control. - A builder mindset with a focus on "mature culture" - you prefer building scalable, repeatable systems over manual, ad-hoc fixes. - Experience operating in high-stakes environments where customer expectations for uptime and performance are uncompromising. - Demonstrated success in leading and influencing a matrixed organization. - Demonstrated success in operating within a high-paced and evolving B2B SaaS organization. - Strategically focused leader, with demonstrated experience defining and implementing programs to drive customer satisfaction, growth and retention. - Ability to convert ideas into focused execution plans. - Track record building strong customer relationships and customer-centric approach - Strong organizational and execution skills - role will require building on structure, setting up key metrics, etc. - Experience in managing global teams. We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply! We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply! When You Join Team Applied, You Can Expect: A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day. We flex our time together , collaborating remotely and in-person to empower our teams to work in the ways that work best for them. A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day: - Medical, Dental, and Vision Coverage - Holiday and Vacation Time - Health & Wellness Days - A Bonus Day for Your Birthday Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/ Your Security Matters: Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. AI Utilization We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans. EEO Statement Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain , and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law. #LI-Hybrid #LI-US

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed • Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved • Adhere to the client’s SLAs and consistently meet production targets • Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes • Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

• Troubleshoot technical issues across Flowhub Maui, Flowhub Pay, and hardware integrations (printers, scanners, POS terminals, drivers, networks) • Support customers across macOS, Windows, and iOS setups, ensuring their full environment runs smoothly • Jump into problems head-on via chat, phone, video, and screen-share — choosing the fastest, most effective path to resolution • Translate technical issues into simple, clear explanations customers can understand • Write clear, practical documentation and continuously improve our knowledge base to make future resolutions faster • Collaborate with Product and Engineering to surface patterns, share insights, and drive improvements across the platform

Summary **Please note the following: In this role, you will be expected to work an 8 hour shift between the operational hours of 6:00am to 8:00pm Pacific Time totaling 40 hours a week. The working days will be Sunday through Saturday. Do you love to dine out? Are you passionate about helping restaurant owners succeed? Our mission at Yelp is to connect people with great local businesses, and that starts with people like you. Yelp Reservations and Yelp Waitlist are powerful tools that reach and engage diners with an unforgettable experience on the largest restaurant discovery platform in the world. The Yelp Restaurants division is growing, and we’d love to have you join us. Fast-paced and growth minded: Yelp Restaurants is a true startup, so get ready to make an impact! You’ll help lots of businesses, learn very quickly, and contribute directly to our strategy. As a Restaurant Support Managers you are committed to providing exceptional customer service with the goal of retaining and growing our client base - but, above all else, provide stellar customer service. You’ll efficiently manage and respond to a variety of questions and issues that may require troubleshooting, researching or collaborating with the team while you listen and reassure our clients. What you'll do: - Provide exceptional and timely inbound customer support via phone and email - Consult and educate our customers to provide value, resolve their business needs, and retain their business - Become an expert in the Yelp Restaurant SaaS product suite and adapt product recommendations quickly to suit client needs - asking probing questions and finding solutions will be critical to your success - Help owners with their full suite of Yelp Restaurant tools to market their restaurant, efficiently manage their front of house, and drive diners. - Grow and learn in a fast-paced high-growth environment - there will be plenty of opportunities to stretch your skillset and make an impact for our customers and our company What it takes to succeed: - Great communicator - Whether it’s on the phone, through email or via live chat, you excel at communicating with customers - Positive - You strive to maintain a positive working space with both customers and peers - Adaptable - You are adaptable and can think on your feet, when faced with new challenges, or tough conversations, failure simply isn't an option - Supportive - You don’t hesitate to lend a helping hand to other team members when possible - Value Focused - Solid ability to handle challenging conversations and add value to business owners in a professional, solutions-oriented manner - Willingness to Learn and Grow - You are open to feedback, adaptive and coachable; you embrace and thrive in a fast paced high-growth environment - Bachelor's Degree or 3+ years of relevant client facing experience - Be available to work weekends and holidays between the hours of 6AM-8PM PST - Experience in SaaS, sales, client retention, support, or customer success is preferred What you'll get: - Effective your first day: Full medical, vision, and dental coverage - Mental health support and services via Modern Health - 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 7 paid wellness days, 12 paid holidays, plus one floating holiday - Up to 14 weeks of parental leave - Monthly wellness subsidy - Flexible spending account - 401(k) retirement savings plan - Employee stock purchase plan - Professional development reimbursement - Work from home reimbursement - Compensation base salary is $55,000-$80,000 annually - For more information about US benefits at Yelp, please check out this link Closing At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include “Playing Well With Others” and “Authenticity.” We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience. We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco). We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-recruiting@yelp.com or 415-969-8488. Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes. US Recruiting and Applicant Privacy Notice #LI-REMOTE | #LI-ML1